No-one Replies to Email

I sent through a request for updated balance and a query on the 25 October 2017 to ********** Debt Rescue are saying that I owe money on my Sanlam Personal Loan - however, I have a statement from Consumer friend that was printed on the 25/10/2017, clearly showing that I don't. I am highly confused and now Debt Rescue will not issue me with a clearance certificate because of this... I sat on the phone now trying to get hold of someone at consumer friend as no-one responds to my email (but I cannot hold all day as I am at work). I really need someone to address this urgently. Please can someone just help me get to the bottom of this. Please!